Refund policy

Thomby Tech Ltd – Refund & Returns Policy (UK)

Last updated: 20/10/2025

OVERVIEW

We want you to love your purchase from Thomby Tech Ltd (“Thomby”).
If something isn’t quite right, this policy explains how to return your item, request a refund or replacement, and exercise your legal rights.

Nothing in this policy affects your statutory rights under UK consumer law.

If you have any questions, please email us at hello@thomby.co.uk.

1. YOUR RIGHT TO CANCEL (CHANGE OF MIND)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your online order for most products within 14 days of receiving them.

To cancel, simply email hello@thomby.co.uk with your order number and reason for return.

What happens next:

You must return the goods to us within 14 days of notifying us of your cancellation.
You are responsible for the cost of returning the goods unless they are faulty or not as described.
Returned items must be in their original condition and packaging, with all accessories and manuals included.
Once we receive your return, we’ll refund you within 14 days.

Your refund will include:

the full price you paid for the item, and
the standard delivery cost (if you paid for delivery).

If you chose a more expensive delivery method (e.g. next-day shipping), we’ll only refund our standard delivery cost.

2. EXCEPTIONS TO THE RIGHT TO CANCEL

The following items cannot be returned or refunded unless faulty or not as described:

Products sealed for health or hygiene reasons, once unsealed (e.g. earphones, earbuds).
Digital products (e.g. downloadable software or digital codes) after download or activation has begun.
Gift cards or e-vouchers.
Goods that have been personalised or customised for you.

3. FAULTY OR DAMAGED ITEMS

If your item is faulty, damaged, or not as described, please contact us as soon as possible at hello@thomby.co.uk.
Please include:

your order number,
a brief description of the issue, and
clear photos (if applicable).

You are legally entitled to:

a full refund if you return faulty goods within 30 days of receiving them;
a repair or replacement if the fault develops after 30 days but within a reasonable period; or
a partial refund or price reduction if repair or replacement isn’t possible.

We’ll cover all return shipping costs for faulty or incorrect items.

4. RETURNING YOUR ITEM

To return your item:

Contact hello@thomby.co.uk to request a return authorisation.
Repack your item securely in its original packaging.
Include your order number and reason for return inside the parcel.
Send the item to the return address we provide via email.

We recommend using a tracked postal service and keeping proof of postage.

5. REFUNDS

Once your return is received and inspected, we’ll notify you by email.
Approved refunds will be processed within 5–10 working days to your original payment method.
Please note that banks and payment providers may take a few extra days to show the refund on your account.

If your return is not approved (e.g. returned outside the allowed period or in non-resellable condition), we’ll contact you to discuss your options.

6. EXCHANGES

If you’d like to exchange an item (for example, for a different colour or model), please contact us before sending it back.
We’ll confirm availability and reserve the replacement for you if possible.

7. WARRANTY INFORMATION

Some products may include a manufacturer’s warranty (for example, smartwatches or gaming accessories).
Warranty coverage and duration vary by product.
If your item develops a fault within the warranty period, please contact hello@thomby.co.uk and we’ll guide you through the repair or replacement process.

8. CONTACT INFORMATION

If you need help with a return, exchange, or refund, please contact:

Thomby Tech Ltd
2 Communications Road, Greenham Business Park
Newbury, Berkshire, RG19 6AB
United Kingdom
📧 hello@thomby.co.uk